Swiftlane continuously monitors all intercom devices at your property.
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If a device stops responding, you will automatically receive an email alert. This guide walks you through the steps to identify and resolve the issue.

Your alert email will include:

• The name / Serial number of the affected device

• The site/property it belongs to

• The door it is associated with

Before anything else, determine whether the issue affects your whole property or just the intercom.

If the building has a router that supports both wireless and LAN connectivity, please try connecting your mobile device to the wireless network. Once connected, check if you are able to perform a Google search or run a speed test. If these results load successfully, it confirms that the building’s internet connection is working as expected.

However, if you encounter an error message while trying to browse the internet on your mobile phone or laptop while connected to the same network as the intercom device, it would indicate that there may be an issue with the building’s internet connectivity.

Results while browsing on laptop/desktop:

Results while browsing on mobile phone:

If you have security cameras accessible from your phone, check whether they are loading:

In most scenarios, the intercom device is powered through a PoE switch or a network switch. If the network/PoE switch was provided by Swiftlane, you may find one of the following models as a reference.

Typically, the PoE or network switch can be found in the electrical closet, IDF room, or server room of the building.

Ubiquiti Lite 8 Port PoE Switch:

Ubiquiti Ultra 210W PoE Switch:

There may also be instances where the intercom device is powered through a 2-wire solution, especially in locations where it is not feasible to run a CAT5e or CAT6 cable, or when the distance between the electrical closet, IDF room, or server room and the intercom device location is too great.

In such setups, the 2-wire converter receives power through a DC adapter. If only the power to the PoE switch is disconnected, the intercom device may not power off because it continues to receive power and internet connectivity through the 2-wire converter. In these cases, the power to the 2-wire converter must be disconnected in order to fully power cycle the intercom device.

The simplest way to disconnect power to the 2-wire converter is to turn off the power strip to which the converter’s power adapter is connected. However, if there are other devices connected to the same power strip that should not be shut down, the appropriate approach is to locate the power adapter of the 2-wire converter on the power strip, unplug only that adapter from the power strip, wait for a few seconds, and then plug it back in to restore power. A reference image of the 2-wire converter has been attached below.

Another version of 2 wire converter:

The image referenced below shows the latest version of the 2-wire converter, which is typically installed in locations where it is not feasible to run a CAT5e or CAT6 cable, or where the distance between the electrical closet, IDF room, or server room and the intercom device location is too great.

This 2-wire converter receives power directly from the PoE/Network switch. Once the power to the PoE switch is disconnected, as described in the section “How to Power Cycle the PoE Switch,” the intercom device should also power off automatically. This confirms that the intercom device has been successfully power cycled.

Go to the intercom device and look at the screen. If it is on and showing the main menu (with options like PIN Access, Face Unlock, Call Tenant, or Call Front Desk), look for a message in the top-right corner.

If you see “No Internet Connection” in the top-right corner, the device has lost its network connection. Use the guide below to identify your setup:

If you notice that the PIN unlock on the intercom is not working or you see “Unlock Action Failed” On the Intercom and in the activity feed when attempting a remote unlock, it may indicate that the Door Controller Unit (DCU) connected to the intercom is currently offline.

In this situation, the DCU may need to be rebooted.

After turning the device back on, observe the status LED indicator:

When the LED becomes solid green, the DCU is online and normal access methods such as PIN unlock, remote unlock, and other access controls should start functioning again.

If the DCU does not return to solid green after rebooting, further troubleshooting may be required, such as checking the power supply, network connection, or Ethernet cable.

Refer to the status light table below to understand what each LED color indicates.

If tenants are experiencing problems while the device is offline, or if the issue is unclear, a short video of the device will help the Swiftlane team investigate quickly.

When recording, try to capture:

• How the screen looks (lit, dim, or completely black)

• How the screen responds to touch

• Any error messages shown

• Screen transitions or unexpected behaviour

• The app version number (if visible)

Send the video along with your support request and the team will review it before escalating to their engineering team if needed.

Need Help? Contact Swiftlane Support

If you’ve worked through the steps above and the intercom is still offline, reach out to the Swiftlane Support Team. They are available 24 hours a day, 7 days a week.